WHITE PAPER - Read this paper to see the research and to learn the eight steps that Forrester recommends for customer experience executives in this environment in preparation for tightened budgets, intensified focus on costs, and customer dissatisfaction.
Posted: November 13, 2008 | Published: November 13, 2008


Topics:  Budgeting | Business Intelligence | CEOs | CFOs | Customer Data Management Software | Customer Service | Customer Service Best Practices | Economic Environment | Research and Development | Surveys

WHITE PAPER - In this whitepaper, Datamonitor focuses on nine key steps that can - and should - be taken by CSPs to improve standards by delivering outstanding service and achieving various objectives.
Posted: November 7, 2008 | Published: November 7, 2008


Topics:  Authorization | Capacity Planning | Customer Data Management | Customer Service | Customer Service Best Practices | Customer Support Software | Knowledge Management | SMBs | VPN

WHITE PAPER - Deciding on the right CRM solution for your organization is no easy feat. This paper summarizes the key questions every organization should ask of a vendor and the ways "The Oracle Advantage" addresses each of these areas.
Posted: September 19, 2008 | Published: September 19, 2008


Topics:  CRM | Customer Data Integration | Customer Satisfaction | Customer Service Best Practices | Oracle (Product) | Sales Contact Management Software | Sales Force Automation | Software as a Service | Software Selection

WHITE PAPER - Read this paper to learn how Teleformix's ECHO™ digital recording solution integrates seamlessly with Avaya's telephony systems, providing your company with a crucial customer service tool - quality assurance recording.
Posted: July 11, 2008 | Published: July 1, 2007


Topics:  Business Intelligence | Call Center Management | Call Center Software | CRM | Customer Data Management | Customer Interaction Services | Customer Satisfaction | Customer Service Best Practices | Ethernet Networks | Quality Control | Telephony Services | VLAN | VoIP

WHITE PAPER - Location intelligence software helps companies increase B2B sales by improving customer and prospect knowledge, managing their sales channels proactively, responding faster to changing market conditions and improving their channel structure and alignment.
Posted: July 1, 2008 | Published: July 1, 2008


Topics:  Customer Service | Customer Service Best Practices | Customer Support Software | Market Research | Sales | Sales and Marketing Software

WHITE PAPER - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
Posted: June 3, 2008 | Published: April 1, 2008


Topics:  Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Customer Service Best Practices | IVR | ROI | Voice Recognition | VoiceXML | VoIP

WHITE PAPER - This IDC white paper explores the benefits of employing a vertical CRM application based on industry best practices. Learn challenges, opportunities and benefits of vertical applications as well as advice for industry-specific solutions.
Posted: June 2, 2008 | Published: March 1, 2008


Topics:  Application Deployment | CRM Software | Customer Data Integration | Customer Data Management | Customer Data Management Software | Customer Service Best Practices | Customer Support Software | Oracle (Product) | Reporting Software | Sales Contact Management Software | Sales Force Automation | Sales Information Systems | Vendor Selection

WHITE PAPER - Read this paper to learn how managed customer engagement is a critical path to promoting advocacy for your brand and driving business results.
Posted: March 19, 2008 | Published: March 19, 2008


Topics:  Branding | CRM | CRM Best Practices | CRM Software | Customer Service | Customer Service Best Practices | Customer Support Software | Customers | Lead Generation | Marketing Information Systems | Product Management | Relationship Marketing | ROI | Sales | Sales and Marketing Software

WHITE PAPER - Ascendancy in customer support ranks today demands a mix of both technical and business insight. Professionals that make service and support their career path and successfully move up the ladder, boast a range of skills across both disciplines.
Posted: March 10, 2008 | Published: March 1, 2008


Topics:  Business Metrics | CRM | CRM Software | Customer Service | Customer Service Best Practices | Customer Support Software | ROI | Succession Planning | Training

WHITE PAPER - This white paper discusses how the customer experience can be improved through Service Level Management (SLM). Discover the steps necessary for better defining the processes, IT roles and organizational structures needed to create essential standards.
Posted: February 26, 2008 | Published: March 1, 2007


Topics:  Customer Service | Customer Service Best Practices | Customer Support Software | Metrics | Service Level Management

WHITE PAPER - Quickly locating the necessary patient records among millions of paper documents in a 200-square-foot storage room was difficult and time consuming for Tyler Memorial Hospital staff. Learn how they tackle their document challenges now.
Posted: February 6, 2008 | Published: February 1, 2008


Topics:  Customer Service Best Practices | Data Management | Document Management | Medical Records Management | Medical Software

WHITE PAPER - Transforming legacy help desk solutions into managed service desks can reduce support and maintenance costs without sacrificing quality. Learn how your organization can support continuous improvement, remain agile and adapt to change.
Posted: October 29, 2007 | Published: August 1, 2007


Topics:  Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management

WHITE PAPER - ITIL provides frameworks for both the organization of ITSM and a cohesive set of best practices. Read this paper to learn how your organization can improve service support, reduce complexity and overcome limited budgets and increased customer demands.
Posted: August 1, 2007 | Published: August 1, 2008


Topics:  Business IT Alignment | Business Process Management | Change Management | Configuration Management | Customer Service Best Practices | IT Service Management | ITIL